A terminal level analysis of service quality at Nigerian seaports

Daniel Sakyi,Samuel Tawiah Baidoo,Christian Kwarteng Appiah,Mustapha Immurana,Enock Kojo Ayesu

doi:10.1186/s41072-020-00069-9

Abstract

Seaport terminals are major facilitators of international trade. One issue that is very crucial to the performance and survival of seaport terminals is the quality of service provided. However, in order to enhance the quality of service provided at these terminals, it is important to know customers’ expectations and perceptions about service quality. Notwithstanding, very little is known about customers’ expectations and perceptions on the service quality of seaport terminals in Africa. This paper therefore provides a comparative analysis of service quality of Nigerian seaport terminals with the aid of the gap score technique of the service quality (SERVQUAL) model. It is found that generally, all the selected terminals studied have low service quality. With regard to the average gap score per service quality dimension for all the selected terminals, transparency has the best service quality (least gap score) whiles responsiveness has the least service quality (highest gap score). The implication is that, in seaport terminals quest to enhance service quality, more attention should be paid towards enhancing responsiveness by providing prompt services, helping customers and informing them when exactly services will be performed.

Highlights

Improved service quality remains an important part of the agenda of profit-oriented firms because it is essential in granting firms a competitive advantage, more so in the wake of intense competition among firms in recent times
The study uses the Service Quality (SERVQUAL) model proposed by Parasuraman et al (1985, 1988) to measure service quality among selected seaport terminals in Nigeria
Regarding the tangibility dimension (Table 4) concerning the use of up-to-date equipment, the results show clearly that, all expectation scores are higher than perception scores by customers which results in negative service quality gap scores of − 0.93 for ENCL Consortium Ltd. (ENLC), − 1 for Apapa Bulk Terminal (ABT), − 0.55 for AP Moller Terminal (APMT), − 2.63 for Five Star Logistics Ltd. (FSLT), − 0.91 for Tincan Island Container Terminal (TICT), − 1.26 for Ports and Cargo Handling Service Ltd. (PCHS), − 0.93 for Josepdam Port Services (JPS) and − 0.73 for Ports and Terminal Multi-Service Ltd. (PTML)

Summary

Introduction

Improved service quality remains an important part of the agenda of profit-oriented firms because it is essential in granting firms a competitive advantage, more so in the wake of intense competition among firms in recent times. Knowing customers expectation and perception about quality of the services provided cannot be overemphasised. The above implies that, for firms to remain in business via enhanced customer satisfaction, ensuring better service quality is inevitable. Notwithstanding, firms must know how customers value the services provided, in order to enhance service quality. Knowing this would help firms focus on areas of services that directly affect their competitive advantage (2020) 5:17 and to oust wastage of resources in less important areas (Suuroja 2003; Ghotbabadi et al 2012). Assessing service quality helps stakeholders to know how to adopt and implement measures to improve the quality of services customers receive (Ghotbabadi et al 2012)

Methods

Results

Conclusion